List,
I'm really perplexed on this one.
First, some background information:
On our production web server, users reported that they could not attach
(embed) images into new RKM KB articles nor could they view any images
attached to existing articles. This seemed to happen "all of the
sudden". The production web server is currently:
Windows 2003 Server Standard
IIS6/ServletExec5
MidTier 7.0.1 patch 001
RKM 7.1 build 1098
I recall testing this capability prior to putting it online and know for
a fact that this feature worked at one time. What's strange is that if
using the RKM standalone interface (or via the MidTier) from the server
itself, this issue doesn't occur.
Fast-forward to now:
We were planning on upgrading the production server to MidTier 7.1 under
Tomcat standalone for performance reasons, possibly rendering the
subject of this e-mail moot. I stood up a new web server on a virtual
machine as follows:
Windows 2003 Server Standard
MidTier 7.1 under Tomcat Standalone
RKM 7.1 build 1098 (with the assistance of Carrie R. @ BMC)
Life was good. The image/attachments issue did not manifest itself at
all (from the server or other client desktops).
Then, I upgraded our "baseline" development web server on our DMZ drop
to match the environment under the virtual machine (and only proceeded
to test things locally from the server without issue).
Last, I build a new server (physical box) which is very similar to the
"baseline" and virtual servers which would be shipped to the client site
to replace the existing production server. Upon running this new one
through the ringer, I noticed the image/attachment issue rear itself
when testing from a client machine on the network. Unfortunately, the
server had to be shipped to meet a deadline before I could resolve the
issue. So I still have our DMZ (which also experiences this issue) for
testing locally.
I've got a critical support ticket opened with BMC on this, but it
appears they took today (Columbus day) off as I haven't seen an update
to the ticket all day. Their response last week was to try yet another
RKM WAR file (which I did), but it didn't resolve the issue.
>From what I can tell, it appears to be a problem authenticating the user
inside the Attachment Servlet (tomcat\webapps\rkm\attachfile.jsp or
insertimage.jsp). Both files have the following code at the top of the
file:
<%
String strISOLocaleCode =
GlobalUtils.getInitializedLanguage(request);
ConfigLoader sysConfig = HomeFinder.getConfigLoader();
Authenticator authenticator = sysConfig.getAuthenticator();
if (!authenticator.isUserAuthenticated(request, response) ||
!authenticator.hasAccessGroup())
authenticator.denyAccess(request, response);
%>
I suspect that the "if" statement always evaluates to true as I've seen
the all-too-familiar RKM "Access Denied" screen briefly appear in the
upload status indicator before. However, RKM is able to authenticate
users as it allows them to log in, author documents, search, view, etc.
Anyone else have an issue similar to this? Any ideas? I've stared and
compared the working virtual server and problem physical server and can
find no glaring differences to explain it.
Ben
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